Collector – January 2020 - 27

professional development as they are
prerequisites to earning ACA's Professional
Collection Specialist (PCS) designation.
They are available in instructor-led, selfpaced and e-learning formats so you can
choose your optimal learning experience.
ACA members who achieve ACA's Trainer
Specialist designation can use the Essentials
resources to train and test groups at
their companies.
"These products get used a lot," Bohling
said, making it even more crucial that the
information they contain is fresh and engaging.
The new ECST is a second-generation
redesign of ACA's Professional Telephone
Collectors' Techniques course, and was
structured to improve collectors' ability to
adapt to a variety of consumer personality
types to secure more payments and reduce the
number of broken promises to pay.
The Education Council decided to
reintroduce the popular "8 Checkpoints in
a Collection Call" concept, which had been
absent from the material since 2012. (For a
peek at this, check out the "Collection Tips"
column in the November issue of
Collector magazine.)
Verbal communication is a key piece of the
collection conversation, and the new ECST
embraces the tone and word choices that can
help collectors reach a positive resolution for
a better overall consumer experience.
"We updated all the terminology and
really emphasize active listening techniques,
making sure we use the inclusive language
that agencies have adopted in recent years,"
Bohling said. "It helps people build rapport
with consumers so the conversation is
more productive."
ACA's FDCPA training program provides
collectors with a solid foundation to
communicate effectively with consumers
and apply those concepts during collection
calls. It was substantially redesigned
to emphasize the most crucial aspects
collectors need to know about the law
and how to apply this knowledge when
communicating with consumers.
For instance, the Education Council
decided to flip the order of how the
information is presented. Instead of opening

COLLECTOR 01.20

with the consequences of an FDCPA
violation, which can be significant, now
trainees start out learning how they can
achieve success.
"We were hearing from members that it
was too much doom-and-gloom right off the
bat," said Harry Strausser III, IFCCE, MCE,
ACA's director of education and membership
development. "Now the information about
consequences is at the end of the material
to help drive home the importance of
everything the trainee has learned. We
wanted to take the fear factor away and put
the control in their hands."
The FDCPA course shows collectors how
to have a productive and compliant call with
a consumer, including how to determine
a right-party contact, how to deliver the
mini-Miranda disclosure to consumers and
how to recognize and respond to consumer
disputes, cease communication requests and
consumers in bankruptcy, plus much more.
Both the FDCPA and ECST e-course
packages include interactive exercises,
scenarios, a printable study guide, a final
quiz and certificate of completion
for users.
"There are so many ways to use these
products," Conklin said. "I know agencies
that use these courses not only for new
hire training, but also as a career path for
their employees so they can get their PCS
designation. I know companies that use it
as part of their annual training and even
pick these courses apart and use pieces of
them for their own internal daily or weekly
testing and role-playing exercises. However
they use them, my hope is that our members
recognize that the material here can help
develop great collectors. And thanks to our
redesign process, the format is more fluid so
it's as easy as possible to teach collectors how
to succeed."
Anne Rosso May is managing editor of
Collector magazine.
To learn more about the FDCPA Essentials for
the Accounts Receivable Management Industry
and Essential Collection Skills and Techniques
courses, visit www.acainternational.org/shop.

1

ACA redesigned two of
its most popular training
products: FDCPA Essentials
for the Accounts Receivable
Management Industry and
Essential Collection Skills
and Techniques.

2

Both courses teach active
listening techniques and
offer ideas to help collectors
build rapport with consumers
while staying compliant.

3

ACA will offer addendums
to supplement the
material when the CFPB's
final rules for the debt
collection industry
are released.
27


https://www.acainternational.org/shop

Collector – January 2020

Table of Contents for the Digital Edition of Collector – January 2020

Upfront
Industry News
Best Practices
FYI
Collection Tips
Radical Redesigns
Four State Legislative Trends to Watch
Calendar
Honor Roll
Education Spotlight
Our International Reach
Tech Times are Changing
Exceptional Programming and Speakers Pay Off
Looking Forward to Monday Morning
Contextualizing Consumer Complaints
Another Look at Written Disputes
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – January 2020 - Cover1
Collector – January 2020 - Cover2
Collector – January 2020 - 1
Collector – January 2020 - 2
Collector – January 2020 - 3
Collector – January 2020 - Upfront
Collector – January 2020 - 5
Collector – January 2020 - Industry News
Collector – January 2020 - 7
Collector – January 2020 - 8
Collector – January 2020 - 9
Collector – January 2020 - 10
Collector – January 2020 - 11
Collector – January 2020 - Best Practices
Collector – January 2020 - 13
Collector – January 2020 - FYI
Collector – January 2020 - 15
Collector – January 2020 - Collection Tips
Collector – January 2020 - 17
Collector – January 2020 - 18
Collector – January 2020 - 19
Collector – January 2020 - 20
Collector – January 2020 - 21
Collector – January 2020 - 22
Collector – January 2020 - 23
Collector – January 2020 - Radical Redesigns
Collector – January 2020 - 25
Collector – January 2020 - 26
Collector – January 2020 - 27
Collector – January 2020 - Four State Legislative Trends to Watch
Collector – January 2020 - 29
Collector – January 2020 - 30
Collector – January 2020 - 31
Collector – January 2020 - Calendar
Collector – January 2020 - Honor Roll
Collector – January 2020 - Education Spotlight
Collector – January 2020 - 35
Collector – January 2020 - Our International Reach
Collector – January 2020 - 37
Collector – January 2020 - Tech Times are Changing
Collector – January 2020 - 39
Collector – January 2020 - 40
Collector – January 2020 - 41
Collector – January 2020 - Exceptional Programming and Speakers Pay Off
Collector – January 2020 - 43
Collector – January 2020 - 44
Collector – January 2020 - Looking Forward to Monday Morning
Collector – January 2020 - Contextualizing Consumer Complaints
Collector – January 2020 - 47
Collector – January 2020 - 48
Collector – January 2020 - 49
Collector – January 2020 - Another Look at Written Disputes
Collector – January 2020 - 51
Collector – January 2020 - ACA SearchPoint
Collector – January 2020 - Ad Index
Collector – January 2020 - Membership
Collector – January 2020 - 55
Collector – January 2020 - Last Word
Collector – January 2020 - Cover3
Collector – January 2020 - Cover4
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